Customer Experience ..

Relationship

Expectation

Interaction

Experience

GEMBA Model ..
VOC Brain Storming with SMEs (Corporate & Circles) , Agents Surveys /Feedback/interviews with Customers/Agents

VOB/VOP/KPI trend

Prioritized Program Scopes / Problems

Finalized program scoping/proble m areas

Inbound Customer Experience Project Scoping

Identify Factors impacting Inbound customer Experience

Customer VOC to identify the high impacting parameters QFD matrix to establish relation between customer VOC and business measurement criteria

Identified focus area through QFD matrix

Project scoping

Find Phase Framework

Summary of Project scope

Best Practice and Identifying quick wins

Project Governance

Factors Impacting Inbound Customer Experience

Time taken to connect to the IVR Congestion in the IVR Ease of Navigation through the IVR Time taken to connect to the Agent Call drop when connecting to the Agent Preferential treatment Preferential language

IVR
Service partner SLAs Processes and procedures TRAI regulation and Policies

Business policies & Regulations

Customer Inbound Experience

Agent

Skilled agents Able to understand the query and give immediate resolution Polite and helpful agents Complete commination on all the aspects of the query

Resolution within TAT Close looping of the Query Complete commination on all the aspects of the query

Close looping of resolution

Find Phase Framework

PROJECT PHASE

PRE FIND

FIND PHASE

ANALYZE PHASE

FRAME WORK
Captured voice of customer (Ext & Int) Captured External Customer VOC through Survey 1200 customers Across 6 circles Based on Customer Survey rating 3 Focus areas Identified having highest impact On Inbound customer Experience Based on Agents Survey rating 3 Focus areas Identified to enable agents to drive customer first Identify pain areas Identify opportunities related to the pain areas Opportunities identified Related to Preferential treatment Seamless Interaction Opportunities identified Related to FCS Agent Empowerment Escalation support Back office support

FIND

Project scoping

Brainstorming session with the project team members to identify the Project scope Best practice related to the identified project scope collated across circles

KEY ACTIVITIES
Captured Call center agent VOC through Survey 1200 agents Across 6 circles 3 service partners

OUTCOME

Customer pain area Identified impacting Inbound Experience

CTQ Identified based On customer VOC

Quick wins identified through the best practice Pre work for analyze phase Project Charter. initiated Customer VOC mapped Project milestones With Process KPI Project control plan Quick win solutions

VOC : Outside in Approach through External and Internal Customer VOC

Customer VOC : National survey
Survey ( rating on 1 to 5) 1 low imp, 5 high importance)
Time taken to connect to the Agent No Call drop when connecting to the Agent Congestion in the IVR Ease of Navigation through the IVR Customer empowerment through the IVR Preferential treatment Preferential language Skilled agents Able to understand the query and give immediate resolution Resolution within TAT Polite and helpful agents Close looping of the Query Complete communication on all the aspects of the query

National CTQ identified from customer VOC

Preferential language No call drop when connecting to agent Preferential treatment Empowerment through IVR

SUM
3004 3234 2994 2980 3035 3172 3267 3225 3041 2848 2986 2810 2923

Count
846 846 846 846 846 846 846 846 846 846 846 846 846

Avg Priority
3.55 3.82 3.54 3.52 3.59 3.75 3.86 3.81 3.59 3.37 3.53 3.32 3.46

IVR Experience

4 3 1 1 2 3

Agent Experience

Skilled agents Able to understand the query and give immediate solution Polite and helpful agents

Circle specific CTQ identified from customer

IVR Exp
P1 M&G Punjab Karnataka Chennai

Preferential language

No Call drop when connecting to the Agent Time taken to connect to the Agent

No Call drop when connecting to the Agent Customer empowerment through the IVR Preferential treatment

Preferential language Preferential treatment No Call drop when connecting to the Agent

P2 P3

Preferential treatment

Time taken to connect to the Agent Preferential language

Agent Ex P1

M&G

Punjab

Karnataka

Chennai

Able to understand the query and give immediate resolution Polite and helpful agents Complete communication on all the aspects of the query

Skilled agents Resolution within TAT

Agents Able to understand the query and give immediate resolution

P2

P3

Complete communication on all the aspects of the query Agents Able to understand the query Agents Able to understand the query and give immediate resolution and give immediate resolution

Agents Able to understand the query and give immediate resolution Complete communication on all the aspects of the query Close looping of the Query

Inbound Customer Experience: VOE

Agent VOE: National survey
Survey ( rating on 1 to 5) 1 low imp, 5 high importance) Empowerment to pass credits for VAS Empowerment to pass credits as Good Will gestures Empowerment to activate /deactivate VAS Empowerment to activate /deactivate Plan Systems are working all the time Online information available Easy of navigation through Vodafone help minimum navigation screens Quick TL support for escalations TL support for escalations Efficent and empowered TLs Product process escalation SUM 2776 2638 3017 2067 2287 2691 2699 2719 3078 3220 3166 2906 COUNT 813 813 813 813 813 813 813 813 813 813 813 813 AVG 3.41 3.24 3.71 2.54 2.81 3.31 3.32 3.34 3.79 3.96 3.89 3.57 Priority 2 3 1

3 2 1 3 1 2

National CTQ identified from Agent VOC

Empowerment to activate /deactivate VAS Empowerment to pass credits for VAS Empowerment to pass credits as Good Will gestures Minimum navigation screens Easy of navigation on CRM Online information available

Empowerment to Agent System

Operational Support

TL support for escalations Efficient and empowered TLs Quick TL support for escalations Faster Back office Resolution

Inbound Customer Experience

Circle specific CTQ identified from Agent

Empowe rment to Agent M&G Punjab Karnataka Chennai

P1
P2 P3

Empowerment to activate /deactivate VAS

Empowerment to pass credits for VAS Empowerment to activate /deactivate Plan

Empowerment to activate /deactivate VAS Empowerment to pass credits as Empowerment to activate /deactivate Empowerment to pass credits Good Will gestures VAS as Good Will gestures Empowerment to activate /deactivate Empowerment to pass credits as Good Empowerment to pass credits VAS Will gestures for VAS
Empowerment to pass credits for VAS

Empowerment to pass credits for VAS

Systems P1

M&G Minimum navigation screens

Punjab Online information available

Karnataka

Chennai

Ease of navigation through Vodafone help

minimum navigation screens Online information available Ease of navigation through Vodafone help
Chennai

P2
P3

Easy of navigation through Vodafone help Online information available

Ease of navigation through Vodafone Online information available help minimum navigation screens Systems are working all the time

Operational Support P1

M&G

Punjab

Karnataka

TL support for escalations

P2

TL support for escalations

Efficient and empowered TLs

TL support for escalations

Quick TL support for escalations

Efficent and empowered TLs

Quick TL support for escalations Efficent and empowered TLs

TL support for escalations Product process escalation

Efficient and empowered TLs Product process escalation

P3

Customer VOC and Process Measurement matrix

Process Measurement

No of calls transferred between language VDNs

Customer Requirements

Target Best In Class

Time taken to connect to the Agent

90

.1

90

10 K 3 37 K

95

98

98 0 92

90

94

.7

14 K

97

91

90

No Call drop when connecting to the Agent Congestion in the IVR

Ease of Navigation through the IVR(Mio) Customer empowerment through the IVR

3.55 3.82 3.54 3.52

89% 3%

20
3M 7K

3.59
3.75 3.86

Preferential treatment
Preferential Language

2
3.5L

Skilled agents Able to understand the query and give immediate resolution Resolution within TAT
Polite and helpful agents Close looping of the Query

3.81 3.59

92 81% 88%

3.37
3.53 3.32 3.46

91.6

Complete communication on all the aspects of the query

No of calls are received after close looping

90 90 v

Avg time taken to browse the top 5 call drivers

No of request actioned through the IVR

specialized routings available in the IVR

Agent knowledge scores

Resolution CSAT

Calls in Queue

Service Levels

Abandoned %

Agent CSAT

FCR %

S U R V E Y

Measurement of IVR EXP

Measurement of Agent Experience

Agent VOC and Process measurement Matrix

Process Measurement

10

Abandoned % at TL desk
3 3

Time taken to get info

Time taken for info to get updated

Service level % at TL desk

System downtime

No of systems fo navigation

Availability

Availability

Availability

Customer Requirements

Target Best In Class

Empowerment to pass credits for VAS Empowerment to pass credits as Good Will gestures Empowerment to activate /deactivate Plan Systems are working all the time (hrs in month) Online information available ( mins) Easy of navigation through Vodafone help (min) minimum navigation screens 3.41 3.24 13.7

.5

95

95 0 88

.7

15

4 K

97

N N N

2.81 3.31 3.32 3.34

8 30 4.5 4

Quick TL support for escalations( %) 3.79 TL support for escalations Efficient and empowered TLs Product process escalation 3.96 3.89 3.57

63 22.5 71

TL CSAT

S U R V E Y

Measurement of Agent Experience

Customer VOC and CTQ Tree

What The customer Wants Process Indicator for Measurement Other process Indicators For Measurement Call disconnection <6 sec

11

Segment wise split

Calls get disconnected before agent could answer

2%

1% postpaid 2% prepaid 1% Kocher 1% postpaid 2% prepaid 0.49 Kocher

Abandoned Calls
No Call drop when connecting to the Agent

Call ACHT 6 to 20 sec

2%

3%

Agent Disconnection

3%

11 % postpaid 3% prepaid 4% Kocher

Post to pre : 26% TL escalation : 12% Super CC: 12% Kocher: 1%

Identified Opportunity Definition of Abandoned Study the different VDNs that exist and the transfer process Study Short calls and agent disconnections
VDN transfer abandoned

50%

IVR
PG

Agent Yes No
Pilot completed & roll out Under way Present in M&G

No No

Repeat

Preferential Treatment Identified Opportunity

Segmented Routing
Language

No

No No

Repeat Routing Language based routing Customization : Length of IVR basis customer segment , Salutation etc Addition of tenured customer to PG

Tenure

No

Customization

No

No

Customer VOC and CTQ Tree

What The customer Wants Process Indicator for Measurement Other process Indicators For Measurement

12

Segment wise split

92%

TL escalations % of Answered

2.5%

postpaid prepaid Kocher 23% postpaid 35% prepaid

Data call transfer from L1 to L2

35 %

Skilled agents Able to understand and resolve the query in first instance

PKQ test Scores

Incorrect Tagging %

3%

3 % postpaid 2.8 %prepaid

CDI getting help parameter

Pre: 8.41 Post : 8.56 Bottom Quartile Agents( cat D&E)

21%

14% postpaid 21 % prepaid (as per old categorization)

Map Gap analysis of Data calls Vs L1 closure

Top Call drivers Not able to connect the internet GPRS Settings high end handsets Blackberry Services are not working Not able to configured mail Customer want's to connect mobile with PC. Unable to download applications Unable to play You Tube Iphone Related

Agent Tenure 0-30

Skill Set At L1 Not trained to handle the specific query Not trained to handle the specific query Not trained to handle the specific query Not trained to handle the specific query Not trained to handle the specific query Not trained to handle the specific query Not trained to handle the specific query Not trained to handle the specific query

12 %

Identified Opportunity TL escalation process Program for bottom quartile agents 0-30 onboarding Data knowledge management @ L1

31% of data related calls are handled at L1 Prepaid : 47.5% handled at L1 Postpaid: 17% handled at L!

Data from UPE, Punjab, RTN, M&G and Mumbai

Customer VOC and CTQ Tree

What The customer Wants Process Indicator for Measurement Other process Indicators For Measurement Prepaid Non FLC SRs with Closure TAT =,> 3 days

13

Segment wise split

SR Closure Within TAT Faster Back office Resolution

12.%

Tagging % of SRs with TAT = 3 or >3 days is 13%

97%

Postpaid Non FLC SRs with Closure TAT =,> 3 days

30%

Tagging % of SRs with TAT > 3days is 78 %

Map Gap analysis of CRM TAT vs actual resolution TAT

Segment Type Postpaid Type of Non FLC Sr % to Non FLC SRs CRM TAT for Resolution 3 days Actual Time Taken for Resolution Actual TAT

Type: Value Added Services Subtype: R Activation Outcome: Activation of Family & Friends no. service after validation
Type: Roaming Subtype: R Activation Outcome: Physical Verification status reqd for activation of national roaming Type: Balance Subtype: C Balance Deductions Outcome: Incorrect balance available as per account recharged

34%

Que Time: 5 Hrs No of performer : 1 Time to assign the services in system: 10 mins Buffer time : 2 hrs
As per the CNC process No physical verification is done for any segment for National Roaming activation Que Time: 5 Hrs No of performer : 1 Time to assign the services in system: 10 mins Buffer time : 2 hrs

7 to 9 hrs

Postpaid

3 days

9%

Writ e Bscs if roaming deposit is reflecting in the system Max time : 4 hrs Can Save: 2 days 7 to 9 hrs

Prepaid

3 days

22.5%

Identified Opportunity

Re-haul of CRM TATS for Non FLC SRs

Customer VOC and CTQ Tree

What The customer Wants Process Indicator for Measurement Other process Indicators For Measurement

14

Segment wise split

IVR Offered & closed 198

Customer empowerment through the IVR

Service requests through IVR 7%

IVR offered & Closed 116

54%

32% postpaid 52% prepaid 64 % postpaid 89% prepaid 75 % postpaid 82% prepaid

88%

IVR offered & closed 111

81%

Prepaid Top 5 requests Vs IVR request management

Top Request at 111 Facility at IVR Total Request handled by IVR

Postpaid top 5 requests Vs IVR request management

Top Request at 111 Facility at IVR Total Request handled by IVR

Caller tune activation Alert Activation Request for Settings R port out request R port out status Identified Opportunity

Yes No Yes No No NA 83% NA NA

R - Payment Updation R Activation (CT) R - Rectify Other Details & Phone No. R - Sim Replacement R - Change Customer Tariff

No
Yes No No

NA

NA NA

No

NA

Request Management through IVR for Postpaid Port out status info on the IVR Payment updation Change customer tariff Change of minor details eg : email , land line no, address

Customer VOC - open ended Questions for further understanding

What preferential treatment would you like when you call the call center What all services you would like to avail without calling the call center

15

Are you satisfied with the way your query was resolved

Do not want to wait in the IVR Reduced call rates Special prepaid plans for High Value customers

Pre alerts for Balance deduction Account service status New plan information

DATA: Not satisfied with Data Pack deactivation info

Settings related issue Not resolved

Not able to resolve queries relate d to applications

Seamless interaction PROJECT AREAS

Preferential Treatment

First Call satisfaction

Speed of resolution

Customer Empowerment through IVr

Call Centre Analytics

Project Scope Summary

Focus Area As per VOC Identified Opportunities Process KPI Status Project Scope Project overlap

16

Best Practice

Seamless interaction No Call drop When connecting To the agent

Abandoned Calls Call disconnections <6 secs And Agent ACHT between 6 to 20 sec are indicators of No interaction with the customer High % of call disconnections While transferring calls between various VDNs Agent disconnections

3%

Definition of Abandoned

In Scope

4%

ACHT outliers for lower specific In Scope limit( ACHT between 6 to 20 secs Work initiated by Corp Call Center team
No

IVR Transfer Holds Agent disconnection

50% 3%

Different VDNs that exist and the transfer process

Preferential Treatment IVR Agent Interactions

No Segmented Routing/Treatment available in the IVR for high value customers, repeat callers, tenured callers, First Time callers

IVR 24 % customers Segment based IVR call> 1 same day Repeat call routing ( part of FCS)

To check if part of Segmentation project

New customer CPS M&G 3.19 UPE: 2.7

No personalization in the IVR and at agent level for high value customers

CSAT of PG customers Prepaid : Postpaid:

Agent : Differentiated treatment for first time callers (customized Part of New opening script at agent level, customer on customer education etc) boarding project IVR Customization of IVR for high To check if part of Value customers ( shorten IVR Segmentation project ,Personalization Customized Salutation etc). Agent: (customized opening script at agent level, Shorten TATs etc) In Scope

2 Gujarat Punjab

To check

In scope

Can be Merged with inbound project

Project Scope Summary

Focus Area As per VOC Identified Opportunities Process KPI Status Project Scope Project overlap

17

Best Practice

Incorrect tagging

3% 7.5 lac calls nationally get escalated

A) First call resolution at L1 Top call scenarios In Scope

Appx 2.5 to 3% of the answered calls get escalated to TL 1) Number of customers who take agent access >1 in a single day

B) Repeat Desk In Scope 24 % C) Agent Empowerment L1 empowerment Special empowerment for repeat help desk and TLs In Scope
10 M&G Kar,

First Call satisfaction Understand the Query and resolve it in the first instance

2) Number of customers who take agent access >1 for the same query in a single day
High% of Data call transfer from L1 to L2 ( lack of basic data handling skills @ L1)

36%

35% of data related calls are transferred to Kocher DNA

In Scope

D) Agent Knowledge management: Knowledge management program: separate for L1, Repeat In Scope desk, escalation desk Program for bottom quartile agents

UPE, Mumbai. RTN Kerala AP

Bottom Quartile agents

E) On-boarding of 0-30 days agent Agents in 0-30 AON 16% Work initiated by Corp Training

To check

In scope

Can be Merged with inbound project

Project Scope Summary

Focus Area As per VOC Identified Opportunities Process KPI Status Project Scope Project overlap

18

Best Practice

First Call satisfaction Polite Agents

Soft Skills: voice, tone, soft denials, using the script framework to make conversation sound unscripted Customer Service excellence skills: empathy, building rapport etc. Bring in Practical's in training modules To make the scripts customer friendly and as close to real dialogue, as possible, without sounding informal

Modifications in training to enable agents to handle multiple kind of calls and queries fro m customer and give Unified experience to the Customer Training Modules / Lesson Plans Leveraging classroom and elearning Script Modification as per Customer segment.

In Scope

In Scope

First Call satisfaction Communication with customer In Preferred language in every Interaction IVR Agent

No Language based Routing in the IVR or language based transfers within agents Agent is expected to stick to standard scripts in regional call centers. No region wise list of words commonly used by customers there, is practiced with agents at the time of induction

No of requests for setting language

IVR : Language based routing Agent: Availability of option to change lang preference in CRM Induction training role-plays to encourage agents to use customer preferred language nuances Language based transfer between agents Standard hiring SOP

To check if part of Segmentation project

CDI Getting Help Preferred language parameter

IQ scores preferred language parameter

In Scope

No standard checks at the time of hiring to estimate agents comfort in using the language he is expected to answer calls in No keyword available to customer, for language setting
To check In scope

In Scope

Creating keyword for language setting for customer. Output to be Can be Merged with inbound project updated in CRM and IVR

In Scope

Project Scope Summary

Focus Area As per VOC Identified Opportunities Process KPI Status Project Scope Project overlap

19

Best Practice

First Call satisfaction Floor and Escalation Support

TL escalation VDN

Work initiated by Corp Call Center team In Scope

TL escalation

3 %Abandoned on TL escalation TL escalation Process

2 M&G Kar

Speed of resolution

High resolution TAT > 3 days

Postpaid : 30 % of non FLC SRs have TAT of =3 or > 3 days Tagging % of SRs with TAT = 3 or >3 days is 78% Prepaid: 27 % of Non FLC SRs Tagging % of SRs with TAT > 3days is 13%

Revamping of CRM TATs for request and complaints

In Scope

No

Low % of service request that get generated through IVR

7%

Request Management through IVR for top 5 Requests for Postpaid and prepaid

To check if part of Self help project

Customer empowerment through the IVR

Lack of account management through IVR IVR closed % vs offered on 116 postpaid is very low IVR closed % vs offered on 111 postpaid is very low
To check

Na

64 % postpaid 89% prepaid 75 % postpaid 82% prepaid

Account specific info through IVR( Bal, last 3 transactions , Vas To check if part active etc) of Self help project

No

Account management through IVR ( act/ deact of pack, Vas etc)

To check if part of Self help project

In scope

Can be Merged with inbound project

Best Practice : Quick win solutions

R. EASE IMPACT IMPACT AGENT

20

FOCUS AREA

QW SOLUTION

BENEFIT

IMPACTED KPI

BP SELEC TED FROM

IMPL

CUST

DATE

Floor and escalation Support

V-serve is a platform wherein each Call center employee can put forth a feedback for Vodafone operations & Support function an online survey

The core objective is to improve upon CUSTOMER OBSESSION across service partner and Vodafone Functions. This would help the respective Support Function to improve in the areas highlighted as weak areas and in turn benefit all customer interfacing functions. Agents have been empowered to highlight a concern/query by raising a Red Flag for assistance on the floor. Any call or query which cannot be handled by the agent, he is empowered to RAISE THE RED FLAG for IMMEDIATE assistance by the floor support. Similarly they are also empowered to raise a Green Flag to highlight an appreciation or CSAT theyve received on a call- GOOD CALL.

High
Intangible

High

Karnat aka

Floor and escalation Support

Flag for assistance

Intangible

High

Mode rate

M&G

Knowledge sustenance ( mistake proofing/idio t proofing the briefing process)

V-capsule

In CC operations most important piece is ensuring that all agents have been briefed and have understood the briefing. V Capsule is a mistake proofing software designed to ensure all the agents have read & understood the briefing. It also gives agent wise compliance score Agent decides whether he/she is taking good calls or not and nominates the wow call TL/Trainer/Quality certify the call 20 Certified wow calls for 4 weeks in a row is eligible for any call club

Tangible

High

High

UPE

Motivating the agents to deliver customer experience

WoW calls drive ensures Training, Quality and Operations all at one page towards Service excellence

Tangible

High

High

UPE

Best Practice : Quick win solutions

R. EASE IMPACT IMPACT AGENT

21

FOCUS AREA

QW SOLUTION

BENEFIT

KPI Impact

BP SELE CTED FROM

IMPL

CUST

DATE

Self learning listening post at inbound call center Taking learning to the next level by empowering our Call center executives through self-learning modules, tests and call listening sessions so that they deliver best in class service to our customers

Agent Knowledge Management

The agent attends a course on the listening post

Appear for the test post the course

Share feedback Every session completion earns a brownie point 5 brownie points earns a certificate for the agent Bays at the CC are divided into four different colors based on their performance. This is very much visible all over the Production Floor with the aid of colored flex. Agents may move into a different category every month based on their performance. 1) Green We Are Performer Top performing agents (Category A & B) 2) Amber We Are Improving Agents with average performance (Category C) 3) Red We Will Rise - Bottom Quartile Agents (Category D & E)

Tangible

High

High

M&G

Agent Knowledge Management

Agents are Categorized based on CSAT, CQ and ACHT and consistently tracked for improvement. Intangible Focused Support for agents who are in the learning curve High

Mod erate

M&G

Best Practice : Quick win solutions

R. EASE IMPACT IMPACT AGENT

22

FOCUS AREA

QW SOLUTION

BENEFIT

KPI IMPACT

BP SELECT ED FROM

IMPL DATE

CUST

First call resolution at L1

Scripted call flow and tagging for top 10 scenarios(Call automation ). A Small application window is open on the screen. The agent can select the current call from the drop down list which consists of the top 10 calls. The application guides the agent through the mandatory information relevant for the selected call driver . Agent has to tick the box indicating the information is given to the customer . A unique code is generated which is pasted in the CRM tagging

To ensure complete and correct information is given to the customer

High
Tangible

High

Mumbai

Identify "Qualifiers " for data bay

Data Bay at 111

Advanced data training and certification @111 call center Blitz coaching is a platform to enhance the customer experience on the call where in the customer is always given the right resolution to the trouble being reported. Also, the multiple holds on the call will be reduce as the coach will be giving the tip on call handling to ensure that the call is addressed to the right way

Tangible

High

High

Kerala

Coaching and Feedback

BThe associates at random on a daily basis are monitored by the coach consultants who would in turn give them the tip on the call wherever required to ensure that there is no impact on the customer experience on the call. Alternatively, post the coaching session a commitment from the associate is taken on the adherence and the follow up on the same is done to ensure that the personalized tip is followed religiously and the behavior is corrected. The coach consultant also will do a demo call to help the associate the right procedure and overcome the areas of opportunity identified on the call handled.

Intangible

High

Mod

RTN

Project Focus Areas

26

Problem Statement : Currently the customer Experience at the inbound call center is not Optimum. Poor Customer Experience leads to Higher overall call Vol, and brings both financial ramifications and impact to customer satisfaction and loyalty. A Poor inbound Customer Experience directly translates into customer perception of poor service quality

Focus Area Seamless Interaction

Customer

Employee
ACHT outliers for lower specific limit( ACHT between 6 to 20 secs

Business
Definition of Abandoned

Different VDNs that exist and the transfer process First call resolution at L1 Top call scenarios Script Modification as per Customer segment

First call Satisfaction

Repeat Desk Agent Knowledge management Agent Empowerment On-boarding of 0-30 days agent TL escalation VDN Differentiated treatment for first time callers (customized opening script at agent level, customer education etc) Customized opening script for High ARPU at agent level, Differential TATs Segment based IVR Customization of IVR for high Value customers ( shorten IVR ,Personalization Customized Salutation etc). Revamping of CRM TATs for request and complaints

Preferential treatment

Availability of option to change lang preference in CRM

Speed of Resolution

Project Phase Timelines

2012
May & June July August

28

Find
Find Phase Framework

Analyse
Solution
Team formation as per the identified Scope Data collation for analysis Map Gap analysis
Develop And evaluate solutions Pilot Solutions Revalidate benefits Develop Deployment, communication

Summary of Project scope

Best Practice and Identifying quick wins Project Charter

Transfer
Communicate Solutions Train on Solutions Deploy Solutions Monitor deployment

Deployment in circles

Process Analysis

Implementation of Quick Wins

Major findings
Stakeholder discussion

Analyze Phase Framework : Way Forward

29

PROJECT PHASE

FIND PHASE

ANALYZE PHASE

SOLVE PHASE

FRAME WORK Process Analysis Identify Root cause Validate Root cause
Major findings

ANALYZE

Data Analysis

Prepare Data collection Plan Operation definition

Identify the process Base lining of the process Process walk through , interview with stakeholders and SME Detailed Process map Red tagging, NVA identification

5 way analysis Cause & Effect Diagram (Fishbone Brain storming with the stakeholders and SME Y to X prioritization Critical X definition)

Stakeholder discussion

KEY ACTIVITIES

Collect data Conduct Data Analysis using data tools like Pareto statistical data analysis, etc.

Identify the cross functional stakeholders to develop solutions for the identified root causes

OUTCOME

using the 80 /20 principle identify the area causing maximum impact

Summary of key Xs

Summary of Root causes

Proposed Governance Model IB & OB Experience

30

National FF BTO & CS Program Sponsor( Tamal Monthly Status Updates

Program Steering Council

Corporate & Circle Cross Functional Heads & National CS IB & OB Program FF Lead Lead( Sabina) Fortnightly Program Review Weekly Progress Reports

Project Leaders Twice /Week Progress Reports

Project Teams (VC/Con Call twice/Week)

National CS BTO IB & OB experience way forward

ACTIVITY
Finalization of Program Scoping & Success measures Sub Area wise Team formation Training on Analysis Phase Analysis phase Kick Off Analysis Phase Closure

How
Review with Tamal CFT including members from Corp & Circles Region wise / with FF@Circle Program Follow FF Analysis phase steps & Governance Model Toll Gate Review with Program Steering committee & Tamal

Start Date

End Date
18th June

Remark
VC from 11 to 1 pm

18th June
TBD

20th June Need to Discuss with all 7th July 13th July TBC

25th June 9th July

Issues / Support :